Analyst, Customer Service

Analyst, Customer Service

• Join a leading global company
• Permanent employment which includes a huge range of additional benefits
• This role can be based in Montreal, Quebec or Chicago, Illinois
• For Illinois-based roles the expected global salary is $80,000-$94,000 USD

About the role

Finding better ways™ to provide the materials the world needs.

We are looking for a Customer Service Analyst to deliver customer service excellence through strong communication and stakeholder engagement skills at all times in relation to the sales of Aluminium in the Atlantic region.

This role is a great opportunity to ensure clear communication channels and engagement with all internal and external bodies, including customers, port agents, logistics companies and other internal departments such as commercial service, logistics, sales and finance to coordinate deliveries and ensure contractual obligations are met.

Reporting into the Manager, Customer Service, you will be responsible for:

• Understanding the customer’s needs and responding to all customer enquiries/ requests in a timely fashion
• Assisting with implementing customer solutions that create value for RTA and for our customers and that complement RTA's operations or future development opportunities.
• Developing and maintaining effective business relationships with internal and external stakeholders including but not limited to Sales, Metal Management, Portfolio, Logistics, and Commercial Services as required.
• Full understanding of Incoterms, supply chain workflow and payment terms.
• Ensuring flawless deliveries for all Aluminium transactions by maintaining clear and auditable electronic records for all contracts.
• Managing the order to cash execution of each contract independently
• Managing the logistics and forecasting, supply, and demand processes to meet customer’s requirements and internal stakeholders within operations, scheduling, and logistics team.
• Coordinating and managing customer’s monthly orders and pricing declarations through the creation and maintaining of sales orders.
• Being able to multitask customer requirements, co-ordination of deliveries, pricing, resolving queries and reporting.
• Identifying areas of risk and ensure these are escalated promptly and addressed or mitigated.
• Supporting and facilitating business improvement projects with the key objective of ensuring the capability to scale business as usual activities (BAU) efficiently and launch new initiatives with agility.
• Engaging with internal stakeholders based in Commercial eg Digital, Logistics, Metal Management, Commercial Services in delivery of sales execution and business improvement projects.

About You

To be successful in this role you should have:

• A Bachelor’s degree in business, supply chain or other relevant study
• Excellent communication skills both written and spoken in English, French is a plus.
• Commitment to always delivering exceptional customer service.
• Manage customer expectations through negotiations and resolving issues.
• Attention to detail.
• Ability to operate effectively, accurately, and independently under pressure in a multi-tasking environment.
• Proficient use of Excel and Power BI.
• Strong communication skills and the ability to work collaboratively across internal teams and externally
• Exposure to SAP or other similar ERP systems will also be beneficial.
• Strong time management and analytical skills and ability to work in a highly dynamic/complex business environment, managing deliverables and stakeholders whilst maintaining autonomy and self-motivation.

What we offer 

Be recognized for your contribution, your thinking and your hard work, and go home knowing you’ve helped the world progress.  

• A work environment where safety is always the number one priority 
• Career development & education assistance to further your technical or leadership ambitions  
• A competitive base salary reflective of your skills and experience with annual incentive program  
• Ongoing access to family-friendly health and medical programs, pension and savings plans 
• Attractive share ownership plan 
• Leave for all of life’s reasons (vacation/annual, paid parental, sick leave) 
• Exclusive employee discounts  

#LI-Hybrid

About Rio Tinto

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.

We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.

Every Voice Matters

Rio Tinto is committed to equal employment opportunity. All qualified applicants will be considered without regard to race, color, sex, age, religion, national origin, disability, or any other characteristic protected by federal, state, or local law.

We are committed to an inclusive environment where people feel safe, respected and valued. We want our people to feel that all voices are heard and that a variety of perspectives are not only welcome but are essential to our success. We treat all our people fairly and with dignity.

Rio Tinto participates in E- Verify to confirm work authorization. Please visit http://www.ucis.gov/ for more information.

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